Monday, July 21, 2008

Please describe your I.T. issue correctly

Being in the IT field, one of my biggest pet peeves is when people tell me they are having a problem, but don’t give me all the information or give incomplete information. Here are a few examples off the top of my head of times when people gave me either wrong information or incomplete information:

  1. My printer doesn’t work.
    What the user failed to tell me was that she had rearranged her office and there was no power outlet where she moved her printer.
  2. My computer won’t start.
    This is a tricky one because it could be a few thing. For example, someone once told me that, but what they really meant was “I forgot my password.” Another time, the problem was that the computer was up and running fine, but a certain application wouldn’t launch. Yet another time, someone told me this because when they moved the mouse or pressed a key on the keyboard, nothing happened. The solution was to turn on the PC.
  3. I’m unable to receive faxes.
    This person should have never called. The problem was that the power was off in the building and all around the city.
So what’s the point of this post? My point is that if you are telling someone about a problem you’re having with your computer, please be specific. “My computer isn’t working” just doesn’t work.

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